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How to Log In as Another User in the CRM (Admin Guide)

Learn how site owners and admins can access user accounts to troubleshoot, support agents, and improve performance.

Logging in as another user in the CRM allows site owners and administrators to step into an agent’s experience directly. This makes it easier to troubleshoot issues, provide hands-on support, and ensure your team is using the system effectively. Instead of guessing what a user sees, you can verify it in real time and take action quickly.

Need to Know

  • Only site owners and users with admin permissions can log in as another user

  • This feature is used for support, troubleshooting, and coaching purposes

  • Logging in as a user mirrors their exact CRM experience

  • Changes made while logged in will apply to that user’s account

Table of Contents

What Does Logging In as Another User Do?

Logging in as another user allows admins to access the CRM exactly as that user would see it. This includes their assigned leads, settings, templates, and communication tools.

This gives you a true, first-hand view of:

  • What the user sees in their Lead Manager

  • How their settings are configured

  • Any issues they may be experiencing

Instead of relying on screenshots or descriptions, you can directly investigate and resolve problems.

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Why Admins Use This Feature

Logging in as another user is one of the most effective ways to support your team and maintain a high-performing CRM.

Common reasons to use this feature include:

  • Troubleshooting issues with lead access, communication tools, or settings

  • Helping new agents get set up correctly in the system

  • Verifying workflows, templates, or automation are working as expected

  • Auditing agent activity and follow-up processes

  • Providing real-time coaching and guidance

Strong follow-up and system usage are critical to conversion. Consistent activity and organization in the CRM directly impact results, making visibility into user behavior especially valuable.

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How to Log In as Another User

Follow these steps to access another user’s account:

  1. Open your CRM

  2. Navigate to the Users List

    login-as-user

  3. Click Log In as User next to the user you want to access

Once logged in, you can navigate the system as if you were that user. When finished in the user's profile, click Return to Admin at the top of the CRM to go back to your own account.

login-as-user-return

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Best Practices When Using This Feature

To ensure a smooth and professional experience, follow these best practices:

  • Communicate with your team before logging into their account

  • Use this feature for support and training, not surveillance

  • Avoid making unexpected changes without informing the user

  • Double-check settings and workflows before making updates

  • Log out when finished to return to your admin account

Using this feature thoughtfully helps build trust while improving team performance.

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Frequently Asked Questions

  • Can any user log in as another user?
    Only site owners and admins have permission to log in as another user.

  • Will the user know if I log into their account?
    There is no automatic notification, so it is best practice to communicate with your team beforehand.

  • Can I make changes while logged in as another user?
    Yes, any updates you make will apply directly to that user’s account.

  • What should I check first when troubleshooting?
    Start with their settings, assigned leads, and communication tools to identify common issues.

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